Complaint #9 Dolly Casino

Two of my bets got unfairly rejected

By WayTooUnlucky

2 years ago

I am writing to you because two of my bets were rejected a few days earlier (November 2, 2023 at 3:51:05 PM UTC and 9:32:38 PM UTC) and I contacted crazy time customer service to get some information. They then opened two complaints, explaining to me that the casino would contact me regarding those two complaints. Here are the references :

SD-3499427
SD-3493498

To this day, I have still not been contacted by dollycasino and the customer service has not responded to my emails regarding the situation either. When I try to obtain information from dollycasino's live support, none of the assistants seem to be able to help me and they ask me to provide a betting number (a number that I obviously cannot provide since my complaint concerns two bets that were unfairly rejected and therefore that don’t have a betting number, wince they disappeared from my bets history)

Dolly casino’s live support also told me multiple times that they had forwarded my case and that I was going to receive an e-mail in the next 24hours (and, as I said, it’s already been 13 days and I still didn’t received anything even though I contacted them several times)

The problem is that these two bets were unfairly rejected, since all the bets that took place before and after worked perfectly

Disputed Casino Dolly Casino

Reason Other

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Dolly Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dolly Casino

• Representative

2 years ago

Dear WAYTOOUNLUCKY,

Thank you for your patience!

We have received the reply from the provider, Evolution, in regards to the bets you mentioned.

The information given by the provider was the following:

The first bet, with the timestamp 2023-11-02 12:51:05, in the amount of 5,4 EUR has been placed, and immediately refunded back to the balance.

The second bet, with the timestamp of 2023-11-02 21:32:28, in the amount of 2,1 EUR has been placed, but never reached the provider's side, therefore, no balance has been deducted.

The detailed evidence has been previously provided and discussed with the AskGamblers representatives.

With this, we consider the case to be resolved, due to the fact that both bets did not occur and the funds were not deducted as a result.

Sincerely,
Dolly Casino

AskGamblers

• Support Team

2 years ago

Dear Dolly Casino,

The AskGamblers Complaint Team strongly encourages you to post a public message containing a detailed explanation of the matter, including but not limited to clarifying all the relevant reasons that led to the occurrence of the issue, and the actions taken by your management

Thanks in advance for your cooperation.

AskGamblers

• Support Team

2 years ago

Dear all,

This complaint has been reopened as per Dolly Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dolly Casino Complaint Stats

Resolved 10 / 10

Avg. Amount $231

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

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I would like to submit a formal complaint against Dolly Casino regarding an unpaid tournament prize.

I participated in Dolly Casino's "Spin & Win 2026 Begins" tournament, which concluded on 12 January 2026. I finished in 1st place for a prize of €1,250. Despite the tournament having concluded and my placement being confirmed on the tournament page, the prize has never been credited to my account.

After weeks of follow-ups, Dolly Casino informed me that, going forward, my account is no longer eligible for tournament rewards. They subsequently confirmed in a "final response" that "tournament winnings are not available" for my account, citing their Terms & Conditions clause 7.3 (discretion to deny bonuses/promotions). In effect, they are applying this decision retroactively to deny payment of winnings from a tournament that had already concluded way before their notice was issued.

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As evidence, I have attached a screenshot of the tournament page showing my 1st place placement and the €1,250 prize after the tournament ended, as well as all relevant correspondence with Dolly Casino support and the complaints team.

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